Exploring attitudes and accessibility of the NHS App
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Healthwatch Gloucestershire were keen to understand the experiences of different communities and groups of the NHS app, to find out what works well and what could be improved. They spoke to 308 people via a survey and focus groups.
Many of those who are currently using the NHS App, and feel confident using it, find it works well for most things and appreciate being able to access services remotely and in their own time. However, a point of frustration for these users is that there is a lack of consistency on what information and services each patient can access, depending on which GP practice they are registered with.
Some NHS App users find the functionality of the app can be a barrier to accessing services. The registration process is complicated and puts people off trying to access it, particularly when they hit a barrier or things go wrong. Many people who get ‘locked-out’ of the app, give up trying to access it again, saying that the system is too difficult.
Some reported that their patient records are not up to date or different to what has been communicated with them through the GP surgery.
Navigating the NHS App is not intuitive for some people. The language used on the app can be difficult to understand, especially when complex medical terms are used.
Carers are unable to access services for their loved ones if they are not registered at the same GP practice. People are unsure about who to go to when something goes wrong and can get caught between the national NHS App helpline and their local GP practice.
Many people who don’t currently use the NHS App expressed an interest in finding out more as they don’t feel fully informed about what it can offer them. Lots of individuals also said that they would like to learn how to use the NHS App but did not know where or how to access support.
However, some individuals don’t use the NHS app because they prefer to access their GP either in person or over the phone, and others expressed thoughts of being ‘left behind’ due to concerns with the app. People who don’t speak English as their first language are disadvantaged in accessing and using the NHS App as it does not allow them to change the language. Some individuals expressed concern over the safety of their medical records and highlighted recent data breaches in other professional settings. People with sight loss, certain disabilities and those without internet access also reported feeling excluded